Explore recipe: Reporting on tickets without a public reply

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  • Kamolchanok Jittrepit

    I selected Metric Filter (set at 0) but why some fields that public comment is not equal to 0 ? 

  • Brandon Tidd
    Community Moderator

    Hi Kamolchanok Jittrepit

    Sorry you're having trouble.  Try this to resolve your issue:

    - Slide the blue dot back up (eliminating the filter) and click apply.
    - Move the blue dot back down to 0 and click apply again.

    Your other settings appear to be correct.

    Let me know if that works?


  • Jaap Meijer

    I probably did something wrong, but I don't get any results. When I started with add Metrics, it showed 363077 in large characters. As soon as I added rows, it became blank...

  • Kay
    Community Moderator

    Is there a warning message showing in the bottom of the screen?

    The reason I am asking is. The result form the screenshot is currently set-up to show the sum of all the public comments per ticket ID, as there aren't any filters applied

    And could very well be larger than 50k rows (which is a known limit in the UI).

  • Chris Bulin
    Community Moderator

    Hi Jaap Meijer! Thank you for providing the screenshot. Is the attribute you are using one supplied by Zendesk or is it a calculated attribute?

    Usually when I see this happen with a Zendesk supplied attribute it's because the set is too large for it to compute. Can you try filtering it to the past week and see if it still gives you zero results?

  • Jaap Meijer

    Kay No, there is no warning at all, but you and @chris bulin are right. In the dashboard I now get a report and the last number is little higher than 50K. 

    The name of this article though is about tickets without public comment. So that should be the filtering. I will manage. Anyway, when starting to filter month/year, data appears. Thank you for your help


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